BCM Rls 6.0. Message Forwarding. Task Based Guide

Transcription

1 BCM Rls 6.0 Message Forwarding Task Based Guide

2 Copyright 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. End User agree to indemnify and hold harmless Avaya, Avaya s agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation(s) provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available to Avaya customers and other parties through the Avaya Support Web site: Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ("AVAYA"). Copyright Except where expressly stated otherwise, no use should be made of the Documentation(s) and Product(s) provided by Avaya. All content in this documentation(s) and the product(s) provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code), and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Trademarks The trademarks, logos and service marks ("Marks") displayed in this site, the documentation(s) and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the documentation(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. 2 NN Issue 1.2 BCM Rls 6.0

3 Downloading documents For the most current versions of documentation, see the Avaya Support. Web site: Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: Copyright 2010 ITEL, All Rights Reserved The copyright in the material belongs to ITEL and no part of the material may be reproduced in any form without the prior written permission of a duly authorised representative of ITEL. NN Issue 1.2 BCM Rls 6.0 3

4 Table of Contents Message Forwarding... 5 Overview... 5 Required Information... 5 Flow Chart... 6 Administration Configuration: CallPilot Manager... 7 Accessing CallPilot Manager from Element Manager... 7 Accessing CallPilot Manager from Internet Explorer... 7 Configuring the System Properties Enabling Message Forwarding in Class of Service Finding a Mailbox s Class of Service Changing the Class of Service entry Setting the Destination Address on Behalf of the Mailbox Owner User Configuration: The Mailbox Manager Portal Accessing the Mailbox Manager Portal Minimum User Setup and Configuration Additional Message Forwarding Options Additional Information Domain Name System (DNS) Configuration Receiving WAV Files or TIF Fax Attachments Avaya Documentation Links NN Issue 1.2 BCM Rls 6.0

5 Message Forwarding Overview The message forwarding feature generates an whenever a voic arrives in your CallPilot voice mailbox. This is then sent to any specified address, containing either a copy of the voice message (WAV file), or with any sent fax attachment (TIF file) - allowing you to play the voice message, or view the fax, on your mobile device. Any enabled device can receive these messages, including: Personal Digital Assistants (PDA s). Clients (such as Outlook, Lotus Notes etc.) Mobile Phones. Laptops. Note: devices should be checked to ensure that they can play media (WAV) files, or view Fax (TIF) files as required. For example, the Nokia S60 device is unable to display Fax images. Required Information Before you begin, please ensure that: You have installed the Message Forwarding software update on the BCM (this feature is activated with the Unified Messaging keycode). There are as many Voice Messaging and Unified Messaging keycoded seats as there are mailboxes that require configuring with Message Forwarding. Note: Mailboxes using a Class of Service (CoS) with Message Forwarding do not have to be the same mailboxes that use CallPilot Unified Messaging. NN Issue 1.2 BCM Rls 6.0 5

6 Flow Chart Use this flow chart as a guide to installing and configuring the Message Forwarding feature. Ensure that there are as many Unified Messaging and Voice Messaging keycode seats as there are Mailboxes to be configured, and the update containing the Message Forwarding feature has been applied to the BCM. Access the CallPilot Manager interface: refer to the Accessing CallPilot Manager section of this guide. Configure the system properties: refer to the Configuring the System Properties section of this guide. Enable the Message Forwarding feature in all relevant Class of Service entries: refer to the Enabling Message Forwarding in Class of Service section of this guide. Configure the local user settings: refer to the User Configuration: the Mailbox Manager Portal section of this guide. 6 NN Issue 1.2 BCM Rls 6.0

7 Administration Configuration: CallPilot Manager Message forwarding is configured in two parts, firstly within the CallPilot Manager application by the BCM administrator. Once setup the local users can configure the service through the Mailbox Manager portal. We will first look at the CallPilot Manager administration tasks. Accessing CallPilot Manager from Element Manager Use this process to access CallPilot Manager from Element Manager. 1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager. 2. Alternatively, double-click on the Business Element Manager desktop icon. NN Issue 1.2 BCM Rls 6.0 7

8 3. You will be presented with the Element Manager interface. 4. Open the Network Elements folder and select the IP Address of the BCM. 5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button. 8 NN Issue 1.2 BCM Rls 6.0

9 6. A warning screen will appear, read the warning and click OK. 7. You will be presented with the Element Manager interface. NN Issue 1.2 BCM Rls 6.0 9

10 8. To access CallPilot Manager: Select the Configuration tab, open the Applications folder, select the Voice Messaging / Contact Center link, and then click to Launch CallPilot Manager. 9. You will be presented with a Security Alert Screen. Read the alert and click Continue to this website to continue. 10 NN Issue 1.2 BCM Rls 6.0

11 10. The Main Menu of CallPilot Manager will be launched. Accessing CallPilot Manager from Internet Explorer CallPilot Manager can also be accessed directly from Internet Explorer. This method of access is an alternative if you cannot gain access via Element Manager. 1. Open Internet Explorer. In the address bar enter Address of BCM>/CallPilotManager. 2. If you are presented with the Certificate Error window, click Continue to this website (not recommended). NN Issue 1.2 BCM Rls

12 3. You will be presented with Administration Login screen. Enter the user ID and password. By default the User ID is nnadmin and the Password is PlsChgMe!. 4. Click the Submit button. The Main Menu of CallPilot Manager will be displayed. 12 NN Issue 1.2 BCM Rls 6.0

13 Configuring the System Properties The System Properties hold your outgoing mail or proxy server settings. You can also stipulate whether to allow local users to change the address that voic s are forwarded to. 1. To access the settings page, click on the System Properties option from the main CallPilot menu. 2. Once the System Properties page opens, scroll to the bottom to access the required fields. 3. When the relevant details have been entered, simply click on the Submit button to make them permanent. NN Issue 1.2 BCM Rls

14 Message Forwarding System Properties Settings Attribute Description Outgoing SMTP Mail/Proxy server, Account Name, & Password Outgoing SMTP Port Outgoing SMTP requires encryption (TLS) Enable Message Forwarding User Administration Message Forwarding From address Enter the IP address of the server on your network (e.g. your Microsoft Exchange Server). Alternatively some Internet Service Providers (ISP s) require you to use specific mail servers with login details (Account Name & Password) when sending outgoing s. If this is a requirement for your provider, enter the details into these fields. If you are unsure, please check with your ISP. This defaults to port 25, but you can change this by typing into this field. This option allows a level of security between the entered mail server, and the client (your mobile device). Again, if unsure please check with your network provider for more details. This option is selected by default. This allows local users to change the address that the forwarded s will go to. If you uncheck this box you must enter an address in the local user s mailbox settings, configured in Mailbox Manager (this cannot be changed by the local user and becomes a read only field). This is optional, and blank by default. If required, in the Message Forwarding From Address box, type your address for sending outgoing . If you have entered your ISP s mail server or proxy server details, you may also have been given a default address that outgoing mail is sent from. If required, enter that address into this field. If left blank, the service will generate an entry based upon the BCM s extension number and your network domain name. For example, all forwarded will display a sent address in the format of: 225@bcm.example.com 14 NN Issue 1.2 BCM Rls 6.0

15 Enabling Message Forwarding in Class of Service Next you will need to enable the Message Forwarding option in the relevant Class of Service(s). You must enable the feature in every Class of Service entry that is actively used on the mailboxes you wish to setup Message Forwarding for. Finding a Mailbox s Class of Service 1. From the main menu within CallPilot Manager, click on the Change/ Delete Mailbox option. 2. And finally, click the Change option next to the Mailbox you wish to check. 3. You will now see the Class of Service assigned to that particular mailbox. NN Issue 1.2 BCM Rls

16 Changing the Class of Service entry Once you know which entries need enabling, you can proceed to change them within CallPilot Manager. 1. To begin, click on the Class of Service option within the Mailbox Administration menu. 2. Next, click Change on the relevant entry that you wish to change. 16 NN Issue 1.2 BCM Rls 6.0

17 3. Finally, tick the Enable Message Forwarding option and click Submit to save the changes. Setting the Destination Address on Behalf of the Mailbox Owner If you ticked the option to Enable Message Forwarding User Administration in the System Properties section (please refer to the Configuring the System Properties section of this guide for more information), then you have completed the necessary steps to allow Message Forwarding. You can proceed to the User Configuration: The Mailbox Manager Portal section of this guide. If, however, you left the option un-ticked, you must now enter a forwarding address for each individual mailbox that requires this feature. This option allows greater control over the forwarding process, meaning that only the BCM administrator can stipulate which address is used for the message forwarding. NN Issue 1.2 BCM Rls

18 1. From the main menu of CallPilot Manager, click on the Change/Delete Mailbox option. 2. Next, click the Change option on the mailbox you wish to add a forwarding address to. 3. At the bottom of the screen, enter the full address to forward any messages to, and then click on the Submit button to save the changes. 4. Repeat these steps for each Mailbox that requires the Message Forwarding address specifying on behalf of the mailbox owner. 18 NN Issue 1.2 BCM Rls 6.0

19 5. When a local user logs into the Mailbox Manager Portal to configure the feature, the forwarding address will be a read only field (see below). User Configuration: The Mailbox Manager Portal Mailbox Manager allows users to log in and configure certain elements of their mailbox from a PC Web Browser. Accessing the Mailbox Manager Portal Once the BCM administration is complete, local users can log into the Mailbox Manager portal and finalise the setup of the Message Forwarding feature. 1. To access the portal, simply type the following into a web browser: name or IP Address>/mailboxmanager 2. If you are presented with the Certificate Error window, click Continue to this website (not recommended). 3. Once the login screen appears, enter the extension number of the BCM business phone and the mailbox password before clicking Submit. NN Issue 1.2 BCM Rls

20 4. Next, click on the Message Forwarding option from the menu. Minimum User Setup and Configuration Although there are several configurable options, the minimum requirement is to enable the Message Forwarding feature, enter an address if this hasn t been set in CallPilot Manager Mailbox Properties, and select the type of attachment you wish to receive, all other fields are optional. Message Forwarding Minimum Settings Attribute Description Enable Message Forwarding Address Attachment You must tick this box to enable the Message Forwarding service. Depending on the CallPilot Manager configuration, users will either see a read only address, or a field where they can enter an address for forwarding purposes. If available, enter a destination address for mailbox messages. Select the attachment type(s) you wish to receive in the forwarded message, ensuring that your device can play WAV files, or view TIF files as required. 20 NN Issue 1.2 BCM Rls 6.0

21 5. When the relevant details have been entered, simply click on the Submit button to make them permanent. Additional Message Forwarding Options Additional options available for configuration are explained below: Message Forwarding Optional Settings Attribute Description Message Type Original Message Select the type of messages to forward, All New Messages or just the ones flagged as Urgent. None - (default) the original message remains unchanged in your CallPilot mailbox. The Message Waiting Indicator (MWI) on your telephone remains lit (announcing the new message). Mark as read when received by the recipient - the original message remains in your CallPilot mailbox. After your server receives the forwarded message, the MWI on your telephone goes out. This option works only if the server to which the message is forwarded supports delivery status notifications. NN Issue 1.2 BCM Rls

22 Attribute Current Signature Remove Current Signature Description Mark as read when opened by the recipient - the original message remains in your CallPilot mailbox. After you open the forwarded message, the MWI on your telephone goes out. This option works only if the server to which the message is forwarded supports read receipt capability. Delete when received by the recipient - after your server receives the forwarded message, the original message is deleted from your CallPilot mailbox and the MWI on your telephone goes out. This option works only if the server to which the message is forwarded supports delivery status notifications. Delete when opened by the recipient - after you open the forwarded message, the original message is deleted from your CallPilot mailbox and the MWI on your telephone goes out. This option works only if the server to which the message is forwarded supports read receipt capability. This field displays your signature, allowing you to automatically atach this to the forwarded message. When you leave a message (for another Message Forwarding user) your signature is attached to the message that is sent to their address (as a.txt file). You could add your contact details to a signature, making it easier for others to get in touch once they have recieved your message. The default setting is None. You can enter your signature in the Add Signature Line text box. A signature can be a maximum of 1024 characters long, and spread across several lines of text if required. This is an optional field. This option only appears if you have previously stored a signature (see below). Note: Depending on your client, you may need to Accept a read receipt from the BCM. This may be in the form of a pop up box that appears when the message is delivered. This is a requirement if you have selected an option other than None from the Original Message drop down list, for example, if you opted for the original message to be deleted once read by the recipient. 22 NN Issue 1.2 BCM Rls 6.0

23 Additional Information Domain Name System (DNS) Configuration If you use DNS, ensure the BCM Fully Qualified Domain Name (FQDN, i.e. <BCM System Name>.<Domain Name > ) can be resolved and is reachable by the Outgoing SMTP Mail/Proxy Server. For example: If the BCM System Name is "BCM1" and the Domain Name is "ITEL.com" in Element Manager, then the Outgoing SMTP Mail/Proxy Server must be able to reach (or "ping") BCM1.ITEL.com. Ask your network administrator to configure the DNS server, ensuring that the BCM is correctly entered and reachable from the outgoing SMTP mail/proxy server. If the BCM has incorrect DNS settings (i.e. in the IP Subsystem General Settings tab) or is not configured correctly on the DNS server, the Original Message settings may not be actioned. Receiving WAV Files or TIF Fax Attachments Not all devices can play media (specifically G711 linear wav) files, or view Fax (TIF) attachments. Please refer to any user documentation you may have on your specific device, or contact your provider for more information. NN Issue 1.2 BCM Rls

24 Avaya Documentation Links CallPilot Manager Set Up and Operation Guide 24 NN Issue 1.2 BCM Rls 6.0